RETURNS & EXCHANGES

How do I make a return?
Due to the COVID-19 pandemic, we have extended our return policy from 30 days to 60 days for online orders placed between 24 March and 9 November 2020. For online orders made from 10 November 2020, the return policy remains at 30 days.
 
  • Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
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  • In the interest of hygiene, we do not accept returns or refunds on earrings unless they are defective or the wrong item was sent
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  • A final inspection will be done to ensure all items are in their original condition before processing your returns
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  • Returns that do not meet our policy will not be accepted and will be returned to you at your cost
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  • If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP
Yes, our usual returns policy applies. Once your order has been returned to us successfully, your payment schedule will be adjusted accordingly by Afterpay to reflect your refund. Here is more information on Afterpay returns and refunds.
Our return policy is only applicable to any item(s) purchased online and delivered in Australia, within 30 days of receiving your order.
 
We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.
 
OPTION 1
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
Return your item via your CHARLES & KEITH account.
 
If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Orders, select the item(s) you wish to return/exchange and state the reason.
You will receive an email within 1 to 2 days on your request status and given further instructions.
 
 
Step 2
Once your return has been authorised and you have been issued your Return number, pack the item(s) and the Return & Exchange form into the original packaging.
 
 
 
Step 3
Post the item(s) to us with your Return number via your preferred shipment method, to the address below:
 
CHARLESKEITH.COM
(RETURNS DEPT)
 
118 Denison St
Hillsdale NSW 2036
Australia
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 1
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
Return your item via your CHARLES & KEITH account.
 
If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Orders, select the item(s) you wish to return/exchange and state the reason.
You will receive an email within 1 to 2 days on your request status and given further instructions.
 
 
Step 2
Once your return has been authorised and you have been issued your Return number, pack the item(s) and the Return & Exchange form into the original packaging.
 
 
 
Step 3
Post the item(s) to us with your Return number via your preferred shipment method, to the address below:
 
CHARLESKEITH.COM
(RETURNS DEPT)
 
118 Denison St
Hillsdale NSW 2036
Australia
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
OPTION 2
PICK-UP SERVICE
Free of charge for returns due to wrong or defective item(s)
For returns due to other reasons, shipping charges will be borne by you and deducted from your refund amount
Return your item via your CHARLES & KEITH account.
 
If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases and Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
Step 2
You will receive an email within 1 to 2 days on your request status and given further instructions.
 
 
 
Step 3
Pack the item(s) and the Return & Exchange form into the original packaging.
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 2
PICK-UP SERVICE
Free of charge for returns due to wrong or defective item(s)
For returns due to other reasons, shipping charges will be borne by you and deducted from your refund amount
Return your item via your CHARLES & KEITH account.
 
If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases and Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
Step 2
You will receive an email within 1 to 2 days on your request status and given further instructions.
 
 
 
Step 3
Pack the item(s) and the Return & Exchange form into the original packaging.
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.
 
Pending Your returns request has been received
Authorised Your returns request has been authorised
Partially Authorised Your returns request has been partially authorised
Processed and Closed We have received the returned item(s)
Pending Your returns request has been resolved
Closed Your returns request has been denied
After your parcel reaches the local returns address, the return item(s) will be shipped to Singapore for processing. This can take approximately 10 working days.
 
Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.
 
After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
 
* Please note that your refund will take up to 21 working days if you have made your purchase during our online sales period.
 
Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.
 
Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by CHARLESKEITH.COM to your original payment method.
 
We seek your understanding with delays to your refund caused by special events (e.g. online sales).
Our exchange policy is only applicable to defective or wrong item(s) received in your online order and has to be made within 30 days from receiving your order. Email us at customers@charleskeith.com with the subject title: Exchange Request – Your Order Number. Our customer service team will assist you with the returns process.
 
  • Submit a return request within 30 days of purchase via the returns procedure stated above
  • Make a new order
 
Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via the original payment method, or any other methods at the discretion of CHARLESKEITH.COM.
  1. CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
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  3. All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
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  5. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
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  7. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
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  9. CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
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  11. Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH
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  13. CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
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  15. All Returns are at all times governed by Singapore law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
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  17. CHARLES & KEITH's decisions on Returns are final.
 
 
 

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